The Global Warranty and Service Contract Association (www.gwsca.org) is holding its First Annual GWSCA Conference and Industry Summit October 6-8, 2014 at the Millennium Knickerbocker Hotel, a landmark on Chicago’s Magnificent Mile. Continue reading
A dealer screws up, and the service contract company pays … at least on the PR front. A manager of a car dealership who “forgot” to write in that the service contract sold to a foreign student did not cover labor charges was ordered to pay a refund … he gave it to the customer in pennies. Continue reading
GUEST BLOGGER: Jim Martinez, RightStoryGroup
Rising sales show that the biggest threat to GM’s corporate reputation isn’t recalls, but rather critics willing to irresponsibly forecast the company’s demise. Continue reading
The Global Warranty and Service Contract Association (“GWSCA”) (www.gwsca.org) is now developing the agenda for our first annual conference, to be held in Chicago, the week of October 6, 2014. Continue reading
Is the “Reptile Theory” now slithering through civil trial courts across the U.S. truly a product of science or something else? Its critics view it as lipstick on a lizard. Its creators promote it as a can’t miss scientifically based trial strategy for obtaining huge jury awards and settlements in civil litigation. Think of it what you will, but if you are likely to ever be a defendant in a civil trial, don’t ignore it. Continue reading
In response to a recent post, “’Customer Service’ better be more than a department name,” readers offer thoughtful observations and insights. Continue reading
Proponents of the “Reptile Theory” claim it has produced $6 billion in jury verdicts and settlements for plaintiff’s in personal injury litigation since 2009. They say it derives from research by neuroscientists into brain organization and function, taps into jurors’ basic survival instinct, and “is revolutionizing the way the trial attorneys approach and win their cases.” While many doubt its scientific basis (here) (here) (here), defendants who have encountered the theory in litigation do not dispute its effectiveness.
So how to combat the Reptile? Continue reading
When a company discovers a potentially life-threatening or other serious defect in a product it comes under a legal obligation to conduct a recall. So a recall might be seen as a kind of mandatory customer service.
But to what lengths should a company go voluntarily in the name of serving its customers? Continue reading
In a recent interview, former GM CEO, Bob Lutz, observed that recalls “captivate the media, but the U.S. public absolutely couldn’t care less.” Yet for many product makers, the prospect of a safety recall sends a chill down the spines and a queasy feeling into the guts of the folks in C-suite as well as the legal, marketing, and finance departments.
I think Lutz may be on to something. Continue reading